1. Satisfying Patients and Providers & Using Stories to Create Change
The Listening Gap
Satisfying Patients and Providers
&
Using Stories to Create Change
Dhruv Khullar, MD, MPP
Massachusetts General Hospital ||

2. The Power of Stories Stories connect us to patients
Stories connect us to colleagues
Stories can promote large-scale change

3. Agenda My story Small group discussions
Sharing insights with the larger group

4. Americans with Disabilities Act
ADA, 1990: “…physical and mental disabilities in no way a person’s right to fully participate in all aspects of society.”

5. Slipping Through the Cracks

6. The Basics of Using Narrative
Self: What experiences and values led you to this point? Why are you called to leadership?
Us: Who are your people? What is there collective story? What values and experiences do you share?
Now: What is the urgent challenge you collectively face? What is the motivating vision for change?
Adapted from Marshall Ganz.

7. General Framework

8. Self, Us, Now If I am not for myself, who will be for me?
When I am only for myself, what am I?
If not now, when?
--- Hillel, 1st century Jerusalem sage